Contact before sending anything back

Start through the contact page and include the order number, affected item, delivery date, and reason for the request. A parcel sent without authorization may not be identifiable.

Return-request window

A request must be opened within [INSERT: approved number of days after delivery].

Condition review

Eligible material must meet [INSERT: unopened condition, seal, storage, packaging, and chain-of-custody requirements]. Research materials that have been opened, altered, used, relabelled, improperly stored, or removed from an auditable chain of custody may be ineligible.

Items that cannot be returned

Confirm the final exclusions here: [INSERT: non-returnable categories, including any temperature-sensitive or clearance items].

Damage, discrepancy, or incorrect contents

Report a visible shipping issue or order discrepancy within [INSERT: reporting deadline]. Keep the parcel, labels, packing material, and affected item available while the record is reviewed; photographs may be requested.

Review and outcome

PeptideVault will compare the request with the order, dispatch, delivery, and supplied evidence. Approval can result in the remedy defined by the final policy, which may include replacement, store credit, or refund.

Refund timing

Where a refund is approved, processing is expected within [INSERT: processing period and method]. Financial-institution posting times can be separate.

Questions

Use the contact page and include the order number so the correct record can be opened.